Description:
Do you wake up every morning inspired to solve problems and make a meaningful impact in healthcare? If so, we want to hear from you.
At Innovista Health, we're leading the effort to drive transformative change in healthcare. We are a full-service value-based care and managed service organization that partners with independent providers to help them navigate, succeed, and thrive in value-based care.
Founded in 2013, Innovista Health offers solutions for providers at every point along the continuum of value-based care, ranging from care management, provider/ACO enablement, and quality improvement to performance insights, reporting, and managed administrative/payment services.
While Innovista Health’s main offices are in Oak Brook, IL and Houston, TX, we have remote employees throughout the US.
We're thrilled to announce a dynamic opportunity for you to become an integral part of our Oak Brook, IL team. As an on-site contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system.
JOB SUMMARY:
The Supervisor of Onsite Desktop Support oversees the day-to-day operations of the desktop support team, ensuring prompt and efficient resolution of hardware, software, and network issues. This role involves leading a team of support technicians, providing onsite technical assistance, and implementing best practices to enhance user experience and system reliability.
Team Leadership:
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Supervise and mentor onsite desktop support technicians.
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Conduct regular team meetings and performance reviews.
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Provide ongoing training and development for team members.
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Ensure adherence to company policies and procedures.
Technical Support:
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Provide hands-on, onsite technical support for desktops, laptops, printers, and peripherals.
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Troubleshoot and resolve hardware and software issues, including operating systems and applications.
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Ensure timely resolution of support tickets and effective communication with end-users.
Incident and Problem Management:
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Manage and resolve technical incidents and problems.
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Escalate issues to higher-level support or vendors as needed.
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Maintain accurate records of incidents, changes, and service requests.
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Analyze recurring issues and implement preventive solutions.
System Maintenance and Setup:
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Oversee setup, configuration, and deployment of new desktops, laptops, and peripherals.
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Ensure proper maintenance and updates of desktop systems.
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Manage inventory of IT assets and ensure proper documentation.
Operational Efficiency:
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Develop and implement desktop support policies and procedures.
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Identify and implement process improvements to enhance support operations.
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Monitor and report on key performance indicators (KPIs) for the desktop support team.
User Training and Support:
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Provide training and support to end-users on IT-related topics and best practices.
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Create and maintain user guides, FAQs, and other support documentation.
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Conduct regular user satisfaction surveys and take action based on feedback.
Security and Compliance:
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Implement and enforce IT security policies to protect company data and systems.
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Ensure compliance with data protection regulations and company policies.
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Conduct regular security audits and vulnerability assessments on desktop systems.
Vendor Coordination:
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Coordinate with external vendors for support, repairs, and procurement of desktop hardware and software.
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Evaluate vendor performance and manage vendor relationships.
Office 365 Collaboration Tools:
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Support and manage Office 365 applications including Outlook, Teams, SharePoint, and OneDrive.
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Provide training and support for end-users on Office 365 collaboration tools.
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Troubleshoot and resolve issues related to Office 365 applications.
Intune Management:
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Manage and support Microsoft Intune for device management and security.
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Configure and deploy policies, applications, and updates using Intune.
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Provide training and support for end-users on Intune-related topics.
Network Support:
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Assist with network troubleshooting and support, including TCP/IP, DNS, DHCP, and VPN.
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Coordinate with network administrators to ensure seamless connectivity for end-users.
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Conduct regular network performance assessments and report findings.
Requirements:
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Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
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3+ years of experience in desktop support or a similar role.
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At least 1 year in a supervisory or leadership position.
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Strong technical knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
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Excellent troubleshooting and problem-solving skills.
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Familiarity with network concepts and basic troubleshooting (TCP/IP, DNS, DHCP).
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Experience with IT asset management and ticketing systems.
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Strong leadership, communication, and interpersonal skills.
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Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.
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Experience with Office 365 collaboration tools and Microsoft Intune.
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Background in network support and troubleshooting.
We are committed to creating a culture where everyone feels important, welcomed, and included. We demonstrate this commitment by offering a comprehensive benefits package that fosters opportunities for growth and advancement and supports the physical, mental, and financial wellbeing of our team members.
HEALTH & WELLBEING
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A choice health coverage, including HMO and PPO, plus Flexible Spending Account (FSA) and Health Savings Account (HSA) options
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Dental and vision coverage
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Company-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)
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Employee Assistance Program
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Discounts and perks on gym memberships, shopping, travel, recreation, and more
FINANCIAL GROWTH
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A yearly discretionary bonus
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401(k) with a company match
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Rewarding employee referral bonuses
WORK/LIFE BALANCE
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Generous paid time off policy that increases with tenure
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Nine paid company holidays + Diversity Days
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Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)
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Potential to work hybrid or remote and/or create a flexible work schedule (role specific)
JOB SATISFACTION & ADVANCEMENT
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Clear career advancement and growth pathways
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Continuous education opportunities
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Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
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Company-wide socials and gatherings
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"Dress for Your Day" policy
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An open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work culture
Benefits may be subjected to an applicable waiting period.